Call Centre Team Leader

3 weeks ago


StokeonTrent, United Kingdom XPERT RECRUITMENT SOLUTIONS LIMITED Full time

**Are you an experienced Call Centre Team Leader Looking to move up to a Call Centre Team Manager role?**

We are currently recruiting an experienced Call Centre Customer Service Team Leader to join our Global organisation & support the Customer Service Managers in delivering excellent customer service to all our customers.

The primary focus of the Customer Service Team Leader will be to direct, lead, inspire develop and manage the eight Call Centre Advisors to ensure that key operational targets and service levels are achieved and maintained. You will be expected to demonstratepassion, enthusiasm and energy to drive the performance of the Contact Centre to promote a culture of consistently delivering customer and commercial excellence and organisational efficiency. Driving a desire to achieve and develop in one's self and all CustomerAdvisors.

**Salary £21 -22k Flexible working between 8am-7pm**

**Main Duties**:

- Acting as an escalation point for customer contact and internal management
- Monitoring targets, service volume and SLA's for your retrospective team/ teams
- Develop and coach reporting customer Service advisors/ Operations Coordinators to up skill and improve performance and their contribution to the business and their teams
- Conducting team briefings, operational meetings and feedback sessions
- Pro-actively identify and resolve issues affecting Service delivery
- Coach & Mentor team to cross sell & upsell on our products
- Deputise in the absence of the Customer service Manager

**Skills & Experience**:

- Operational experience of managing a team of eight or more within a call centre
- Call Centre experience both on & off the phone
- Client facing experience
- You will be highly organised and have the ability to multi task
- Problem solving Skills
- Good attention to detail
- Handling disciplinary & performance issues
- Understand and recognise staff training and development needs
- You will know how to motivate your staff to get the best from them
- Experience of Web chat, live chat & online customer service would also be advantageous



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